System for managing agent assignments background of the invention
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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Aug 21, 2001
Issued Date -
N/A
app pub date -
Feb 17, 2000
filing date -
Mar 12, 1998
priority date (Note) -
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status (Latency Note)
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Abstract
A system in which agents are transferred based on the future performance parameter of a call center predicted from the trend of current samples. In a multi-media call center, the performance parameter may be any defined variable, such as profit per contact, incoming call wait time, etc. The agents being transferred come from any agent activity such as web chat, e-mail, another incoming call campaign, an outgoing call campaign, etc.
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